HELP Problem with dual beam GSM machine

Hello We have a GSM machine with two heads from the universal company, currently the machine fails to zero and in production mode, when the heads increase the displacement speed in the Y axis, they stop immediately. And the error illustrated in the images and in the video appears. To solve this braking problem, what we do is reduce the speed and acceleration parameters to a minimum, the machine works very slowly but it does not brake the head, but it does not perform in assembly production. We do not know which part or piece is wrong in the machine causing the heads to stop and we do not have schematics, the readers and encoders are clean. Can somebody help me?

Or if someone can provide a support contact for these machines I would appreciate it.

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